Car customer reviews

Overall rating

This product has been awarded an overall rating of 4.6 / 5 from 2740 customer reviews

Rating breakdown

2740 reviews

  • 5 stars awarded by 1215 reviewers
  • 4 stars awarded by 272 reviewers
  • 3 stars awarded by 67 reviewers
  • 2 stars awarded by 37 reviewers
  • 1 stars awarded by 73 reviewers

These reviews have been provided by customers who’ve made a claim or bought a motor insurance policy from us. Excludes Aviva Online and Aviva Premium car insurance products.

About ratings and reviews

We recognise that consumers are increasingly seeking feedback and reassurance from other customers when purchasing products and services online. This is why we invite our motor insurance customers to leave a review after buying a policy and making a claim. In addition to aiming to help you make better decisions about your insurance, we use these reviews to improve our products and services.

Customer reviews consist of an overall rating out of five and provide feedback on the experience of buying a policy and making a claim with us. Customers also have the option to provide a rating out of five on additional aspects of their experience. After buying a policy, customers are able rate us on value for money, ease of purchase, policy features and benefits and customer experience. After making a claim, customers are invited to rate us on ease of claim process, speed of resolution, fairness and customer experience.

We hope these reviews will help in your search for motor insurance.

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Rated 4.6/5 based on 2740 customer reviews

coleenf gave this product an overall rating of 1 / 5

Unfair!

After the top of a tree fell on my car after being clipped by a lorry that I was following, I thought that my case was handled by really nice, helpful staff who sorted my claim and paid out quickly as my car was written off. My complaint now arises because I keep being told that this was MY fault as my policy renewal has now nearly doubled for a car that is my lower group for insurance! How can a tree randomly falling on you when you are driving along possibly be MY fault?? I had 3 witnesses who got the lorrys details but Aviva weren't interested - in their eyes it was MY fault! So sad that I now have to look elsewhere to renew.

By:
Gender:
Female
Age:
55 to 64
Ease of claims process
4 / 5
Speed of resolution
4 / 5
Customer experience
3 / 5
Fairness
1 / 5

I can certainly understand where you come from as the term "At Fault" sounds a bit miss leading. When a claim is recorded as at fault, this is when your insurance policy has had to pay out for the damages either to your vehicle or another and we're unable to claim this back from another policy. Such cases as someone hitting your vehicle and driving off whilst you were out shopping, is another example and the term is no claims discount rather than no blame discount. We do offer an optional cover called no claims discount protection, which will allow you to have one at fault claim per insurance term and as a result of that one claim, your NCD will not be lost and your renewal be affected by that claim. A member of the claims team will look in to your concerns to see if there is anything else that can be done and be in touch with you shortly to log your complaint, if not already done so. Thanks for taking the time to provide us with your feedback.

Mike, Aviva Online Team

coleenf

Bhoys gave this product an overall rating of 2 / 5

Poor Customer Service

Poor customer experience failed to adequately understand customer perspective or in my view show any empathy when faced with a customer complaint . Very bad communications spelling mistakes in email , letter etc , getting the customers name wrong and starting a process to recover my excess when they insisted it was my fault accident which it wasn’t . Car was to be repaired in four days took six. Very difficult to contact their authorised repairer. Overall not an insurance company I could recommend following my experience

By:
Gender:
Male
Age:
65 or over
Ease of claims process
1 / 5
Speed of resolution
1 / 5
Customer experience
1 / 5
Fairness
1 / 5

I'm sorry to see that you have not received the usual high level of service that we aim to provide our customers. I am currently liaising with our claims team to investigate what has happened and a member of the team will be in touch with you directly to discuss your concerns. Thanks for taking the time to provide us with your valued feedback.

Mike, Aviva Online Team

Bhoys

Babu gave this product an overall rating of 5 / 5

Great service

Great and really good service. Easy to purchase. Value for money

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
25 to 34
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Babu

Sparky gave this product an overall rating of 5 / 5

All good

Been using this company for a long time. Have always been quite reasonable and helpful

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
45 to 54
Policy features and benefits
5 / 5
Value for money
4 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Sparky

Booley gave this product an overall rating of 5 / 5

Great service

Polite and helpful staff. Excellent service. Quick settlement. Very professional.

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
55 to 64
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

Booley

Hotshot1106 gave this product an overall rating of 5 / 5

Very helpful

The lady I spoke to was pleasant and very helpful and she quoted me happy and I would defantly use Aviva again great customer experience

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
35 to 44
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
5 / 5
Ease of purchase
5 / 5

Hotshot1106

WoodyMan gave this product an overall rating of 5 / 5

Customer Service

Just started the process for claiming on our Motor Policy which has gone smoothly and I've found the call centre staff to be very helpful and knowledgeable.

I would recommend Aviva to a friend

By:
Gender:
Male
Age:
55 to 64
Ease of claims process
5 / 5
Speed of resolution
5 / 5
Customer experience
5 / 5
Fairness
5 / 5

WoodyMan

Geo5 gave this product an overall rating of 5 / 5

Car insurance made easy

Bought car insurance online and was great value for money . Very easy to purchase online .

I would recommend Aviva to a friend

By:
Gender:
Female
Age:
17 to 24
Policy features and benefits
5 / 5
Value for money
5 / 5
Customer experience
4 / 5
Ease of purchase
5 / 5

Geo5

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